User Pilot

OCTOBER 19, 2024

In this article, we explore the concept of customer satisfaction – how to measure it, why it is important for your business, and how you can improve customer satisfaction levels. However, what satisfies customers differs from one business to another. What does customer satisfaction look like for SaaS businesses?

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

MARCH 8, 2025

“Even with a bad hand, if the potential reward is great enough, taking a risk can make mathematical sense.” As second-time founders, Atiyah and his team raised an outsized seed round for Ramp, giving them the capital to tackle a space that most startups couldn’t touch. But this challenge also presents opportunity.

CTO Hire 204

CTO Hire CTO Coach Scale CTO 204

SaaStr

AUGUST 31, 2022

The $100 million in Annual Recurring Revenue (ARR) mark is a magnificent milestone for companies that indicates sustainable business growth. Scalability is about capability, so businesses need to understand whether they have the capacity to grow and whether their infrastructure and team can accommodate growth.

Scale 246

Scale Underperforming Technical Team Scaling Company Culture 246

SaaStr

NOVEMBER 9, 2020

Do a lot more Business Development and Partnerships. Underperformers found it harder to hide after Covid, and many have already left or moved on. Respectfully move on from any other underperformers by year-end. Not only is office space half off now … but you can get a cool office. Finish this exercise.

Underperforming Technical Team 334

Underperforming Technical Team Sales Hiring Travel Cloud 334

SaaStr

MARCH 12, 2025

About Dave Kellogg Dave Kellogg brings a rare combination of marketing and executive leadership experience to his analysis of SaaS businesses. You founded a product company, but you’re running a distribution business. You assembled a talented team, built an amazing product, and established a growing SaaS business.

Sales Hiring 201

Sales Hiring Marketing Technical Review Underperforming Technical Team 201

Intercom, Inc.

OCTOBER 13, 2020

Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams. Case study: Resolution Bot.

Artificial Intelligence 281

Artificial Intelligence Machine Learning Underperforming Technical Team Development 281

Tom Tunguz

MARCH 3, 2020

Each bucket has a set of disciplines that the team scores. First, it enumerates the important priorities for a marketing team. And second, the scorecard provides a way for a team to understand their strengths and weaknesses. company positioning: what is the narrative of the business? Business Development.

Underperforming Technical Team 340

Underperforming Technical Team Marketing Scale Social Media 340

SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. Business model. This approach gets to the heart of the subscription-based business model. Every business is a people business. Motivation.

Underperforming Technical Team 49

Underperforming Technical Team Business Scale Business Model 49

Incredo

MARCH 20, 2020

The outbreak of coronavirus brought changes that companies were forced to admit. One of the major changes was that many businesses switched to a remote working system. At the beginning it was a bit hard to track the progress of tasks and communicate with team members effectively.

Underperforming Technical Team 227

Underperforming Technical Team Outsourced Development Systems Review Software Review 227

SaaStr

APRIL 13, 2025

Parker Conrad, founder and CEO of Rippling (and previously Zenefits), makes a compelling case that the “focus above all” mentality is not just limitingit might be fundamentally wrong for many businesses. Payroll in the UK, like many business processes, is complex and interconnected. ” The compound startup alternative?

Startup 162

Startup Sales Hiring Underperforming Technical Team Cloud 162

Intercom, Inc.

OCTOBER 12, 2021

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 264

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 264

FastSpring

APRIL 24, 2025

How new global laws like the European Accessibility Act will impact digital businesses. If you’re a founder, marketer, or product leader looking to grow your business while doing the right thing, this episode is a must-listen. It’s also good from a legal perspective for businesses. Is that a fair point?

Business 108

Business Software Review Underperforming Technical Team AI Search 108

Intercom, Inc.

JUNE 10, 2020

I hope this post allows people and teams to safely talk about Product Judgment. If you ever had to face a Manager, Director or Exec as they make bad product decisions and you’re struggling to persuade them otherwise, this post will help you. It takes years to build, and therefore ranges from very weak to very strong.

Underperforming Technical Team 291

Underperforming Technical Team Interviewing Communication B2B 291

SaaStr

OCTOBER 24, 2022

Developers act, think, and behave differently than your average customer. As an API-first company, WorkOS focuses on selling primarily to developers. Doing Business with Developers. Developers haven’t typically been the buyers in enterprise software, so why should you build for developers?

Outsourced Development 214

Outsourced Development Underperforming Technical Team Development Part-Time VPE 214

SaaStr

NOVEMBER 8, 2022

How To Build A High-Performing Team And Retain Top Talent. Every leader needs to have a strategic playbook to build high-performing teams and retain top talent,” says Guan Wang, Global Director of Market Intelligence for Snowflake. . Stage 3: Employee Development. The Playbook For Building And Retaining A High-Performing Team .

Underperforming Technical Team 246

Underperforming Technical Team Technical Review Acquisition Company Culture 246

SaaStr

APRIL 4, 2025

Companies can meet stringent quality requirements at a fraction of the cost of in-house teams, while accelerating their AI initiatives. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter. Think of us like Apollo/ZoomInfo but for local business/POI data.

AI Search 173

AI Search AI Startup Scale 173

Intercom, Inc.

JUNE 1, 2021

As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. Challenge #1: Limited team bandwidth, resources, and budget.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

BetterCloud

MAY 13, 2025

Every IT team is grappling with the same reality: the ever-widening chasm between the demands placed on IT and the resources at their disposal. Automated systems, on the other hand, can provide continuous vigilance, ensuring consistent application of security updates and proactive identification of potential weaknesses.

Headcount 52

Headcount Scale Underperforming Technical Team Scaling 52

SaaStr

FEBRUARY 4, 2020

Lexi Reese, Gusto COO uses her 20+ years of experience to provide advice on building high performing teams using authenticity, empathy and logic. Lexi explains the importance of team trust, driver and passenger mindsets, and much more. Gusto now serves 100,000 small businesses. Who was the highest engaged teams?

Scale 243

Scale Underperforming Technical Team Scaling Leadership 243

SaaStr

JUNE 20, 2023

If a VP of Sales has a $500k+ OTE and a big team to manage, does it even make senses to sell courses on the side? Owning an airbnb, doing a podcast, coaching a team, volunteering or trading cards – that’s a hobby and a side-hustle and very much encouraged). Be that including their businesses and personal relationships.

Underperforming Technical Team 325

Underperforming Technical Team Scale Sales Hiring Startup 325

SaaStr

NOVEMBER 26, 2019

sales team. Well, let’s go to the business school at Michigan.” I did all sorts of things there from sales, to project management, to running the engineering team, hiring. This is where I got my chops in growing and scaling enterprise sales teams. We have team selling here that extends beyond the sales team.

Scale 287

Scale Sales Hiring Underperforming Technical Team Sales 287

User Pilot

OCTOBER 31, 2024

How to apply actionable metrics to different SaaS business stages. A product analytics strategy is essential for any business looking to make informed decisions about product development and user experience. Enables teams to track progress toward key performance indicators (KPIs). What is product analytics?

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

FastSpring

JANUARY 23, 2025

If you own a SaaS or other digital product business such as a Slack plugin, Chrome extension, online publishing business, mobile app, or even a blog and youre looking to exit, you may have a lot of questions about how best to go about it. How selling an investment business is very different from getting VC funding.

Scale 121

Scale Entrepreneurship Scaling Underperforming Technical Team 121

SaaStr

JANUARY 18, 2023

Lesson 1: Everything is about your team. Every startup needs strong team dynamics to pull through tough times. It’s all about the team 99% of the time and 1% product and process. Without great teamwork, business productivity is next to impossible to achieve. Starting a business is a huge undertaking.

Scale 246

Scale Underperforming Technical Team Scaling Interviewing 246

Stax

MARCH 16, 2025

As a SaaS business leader, reducing software user churn is an important part of maintaining your customer base and increasing revenue. By pinpointing the exact reason for user churn, you can determine how to avoid it and ensure that your business continues to have strong profits. This helps alleviate confusion.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: In a way, you’re diagnosing the biggest opportunities for the business within sales and conversion rates. Most people think you need to hire more salespeople in a demand-poor environment. That’s the wrong answer.

Sales Recruiting 296

Sales Recruiting Sales Hiring Scale Outsourced Development 296

SaaStr

NOVEMBER 25, 2023

The underperformers who aren’t putting in the effort get a conversation, and if things don’t change, it’s not a good fit. Jameson and Sam also recommend that across the org: sales, marketing and CS — the early and sooner you can get the entire team re-focused on creating their own pipeline, the better. Guess what?

Sales Hiring 286

Sales Hiring Underperforming Technical Team Revenue Sales 286

SaaStr

FEBRUARY 16, 2022

That’s the one fundamental fact on which we can base our businesses. As companies begin to succeed, they sometimes develop a tunnel vision towards the customers who have brought them their success. But just the fact that your company is generating ideas can help product teams, sales, success, marketing – everyone – to do better.

Underperforming Technical Team 290

Underperforming Technical Team Company Culture Customer Success Product Marketing 290

SaaStr

MARCH 30, 2024

It’s one thing to invest in an area where only 5% of your business is today. Then, you’ll have enough folks and experience to put a small team on a new initiative / segment / market. Micromanaging Your First (and Second) Management Team. Bad operational model / misunderstanding the burn rate. And stymie all of them.

Scaling 306

Scaling Revenue Underperforming Technical Team Market Segmentation 306

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 299

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 299

Sales Hacker

AUGUST 7, 2024

He previously built the pre and post sales solutions team at mParticle from zero to supporting hundreds of enterprise customers. Is there a lot of internal or customer work that needs to be done or managed by your team? Should your sales engineers also implement the software? How easy is it to implement your product?

Underperforming Technical Team 121

Underperforming Technical Team Technical Review Sales Hiring Scale 121

SaaStr

DECEMBER 18, 2019

Why are you struggling to grow your business when everyone else seems to be crushing their goals? Doubling the size of your business, tripling it, even growing 10 times larger isn’t about magic. Growth exposes your weaknesses, and it will cause more problems than it solves – until you make sales scalable.

Underperforming Technical Team 257

Underperforming Technical Team Revenue Development Software 257

Intercom, Inc.

JANUARY 26, 2022

In today’s modern age, support teams simply need to redefine what being “personal” means. At Intercom, our mission has always been to make Internet business personal. But with the development of automation, like bots and contextual help content, we’ve significantly changed our perception of what being personal means.

Underperforming Technical Team 209

Underperforming Technical Team Customer Support Scaling Development 209

SaaStr

MARCH 22, 2024

The highs and lows always come, usually involving the people on your team. For Erica, the bad days are when they’re not executing or achieving growth the way they want. They also come in the form of people she cares about leaving the business or struggling to succeed because they don’t have the tools they need.

Scale 305

Scale Underperforming Technical Team SMB Finance 305

Intercom, Inc.

AUGUST 13, 2019

As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them. They can also route customer conversations to the team best equipped to handle their questions and can even provide answers to simple customer questions like, “How can I add more users?”.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

SaaStr

APRIL 30, 2022

It wasn’t the case 20 or even 10 years ago, where the business models of the internet were more focused on eCommerce, marketplaces, or even advertising. The second constituent there is the developer. Why do developers love SaaS products? The last kind of constituent here is investors and business owners.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246